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ITIL® 4 Create, Deliver & Support - Live Virtual Training

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ITIL is used by millions of professionals globally. Businesses are built on ITIL®. Every year, organizations invest heavily in adopting and adapting ITIL® into their business practices and upskilling their workforce with ITIL® qualifications.

Extensive research by AXELOS, involving a diverse group of stakeholders, has consistently shown that ITIL® is fundamental to businesses, enables transformation and helps organizations realize value.

ITIL® 4 has been designed to help organisations meet the increasing demand from the current complex digital environment.

The new scheme is aligned with ITIL® v3 and has been streamlined to encourage conversion beyond ITIL® foundation level.

The benefits of a candidate moving to ITIL® 4 are:

  1. Demonstrate that a candidate has the knowledge to navigate the modern digital landscape
  2. Shows that a candidate’s certification/skills are up-to-date.

Axelos has created recommended routes that allows candidates to transition while still gaining the skills and knowledge needed to understand the core concepts of ITIL® 4.


With this new era of ITIL® , comes the ITIL® 4 Service Value System

 ITIL® 4 Service Value System

ITIL® 4 Service Value System has been announced with a much defined protocol suited for today’s Service Management System.

The ITIL® SVS describes the inputs to this system (opportunity and demand), the elements of this system (organizational governance, service management, continual improvement, and the organization’s capabilities and resources), and the outputs (achievement of organizational objectives and value for the organization, its customers, and other stakeholders).

We understand ITIL® 2011 focused largely on the process and procedures of the entire Service Management System. Instead ITIL® 4 enhanced the spectrum by including the guiding principles which governs the policies and makes it aligned with todays need of Agile and Devops.

ITIL® 4 as a framework has come across some major changes which makes it much more dynamic to work with Agile and Devops. Some of the interesting alignments have been shown below.

Individuals and interactions over processes and tools Keep it simple and practical Start where you are
Working software over comprehensive documentation Focus on value Think and work holistically
Customer collaboration over contract negotiation Focus on value Collaborate and promote visibility
Responding to change over following a plan Progress iteratively with feedback Keep it simple and practical


ITIL® 4 Value Proposition

  1. We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It is an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed. ITIL® 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also by a wider range of professionals working in the digital world.
  2. ITIL® 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
  3. ITIL® 4 supports the existing investment that people and organizations have made in ITIL® , as it is an expansion on the existing framework. That investment is protected because ITIL® 4 provides a practical and flexible transition that helps organizations adopt the new ways of working brought by the modern digital world.

Overview of ITIL® ® 4 Certification Scheme:

Options for transition from ITIL® V3 to ITIL® 4

ITIL® V3 Foundation: If a candidate has taken only ITIL® V3 Foundation, then the recommended approach is to take ITIL® 4 Foundation in order to able to transition to the new scheme.

ITIL® V3 Intermediate: End-learners holding a low number of credits beyond Foundation have two recommended options to transition to ITIL® 4 dependent on what they want to achieve in the scheme.

  • Option 1: They are encouraged to take ITIL® 4 Foundation and a further module in their preferred area of interest, becoming an ITIL® Specialist, Strategist or Leader.
  • Option 2: They are encouraged to achieve 17 credits from ITIL® V3 to become eligible to take the ITIL® Managing Professional transition module.

ITIL® V3 Expert: If an end-learner has achieved ITIL® V3 Expert, they can take ITIL® Managing Professional transition module to achieve the ITIL® Managing Professional designation.

After achieving the ITIL® Managing Professional designation, if the end-learner is interested in pursuing the ITIL® Strategic Leader stream, they would only need to complete the ITIL® Leader Digital & Strategy module.

Once they have completed both streams they are eligible to move towards ITIL® Master.

“Every LVC training will have a live Q&A (doubt clearing session) at the end of the training on a subsequent date. The date will be typically two weeks upon completion and every participant will receive further guidance and coaching as desired.”

ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.

This 3-day course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.

The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:

  • Service design price and orchestration.
  • Software development and management.
  • Deployment management.
  • Release management.
  • Service validation and testing.
  • Change enablement.
  • Ensuring stakeholder satisfaction.
  • Service Desk.
  • Incident management – detection and resolution.
  • Problem management.
  • Knowledge management.
  • Service level management.
  • Monitoring and event management.


  • There are no prerequisites for this course, although a basic knowledge of Service Management concepts will be helpful.

The purpose of the ITIL® Foundation examination is:

  • To assess whether the candidate can demonstrate sufficient recall and understanding of the ITIL® 4 service management framework, as described in the syllabus below, to be awarded the ITIL® 4 Foundation qualification. The ITIL® 4 Foundation qualification is a prerequisite for the ITIL® 4 higher level qualifications, which assess the ability to apply concepts understanding of the relevant parts of the ITIL® framework in context.

The target audience for this qualification is:

  •  Individuals at the start of their journey in Service Management
  • ITSM Managers and aspiring ITSM Managers
  • Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
  • Existing ITIL® qualification holders wishing to update their knowledge.


  • The exam is closed book with 40 multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam duration is 60 minutes. The exam can be taken in two formats: paper-based or online.

1. Service Management Introduction
2. Latest Industry Trends
3. Importance of Service Management
4. Transformation of ITIL Service Lifecycle (ITIL V3) to Service Value System (ITIL 4)
5. IT Service Management Key terms (aligned with ITIL 4)
6. Understand how to plan and build a service value stream to create, deliver and support services
6.1 Understand the concepts and challenges relating to the following across the service value system:
6.1.1 Organizational structure
6.1.2 Integrated/collaborative teams
6.1.3 Team capabilities, roles and competencies
6.1.4 Team culture and differences
6.1.5 Working to a customer-orientated mindset
6.1.6 Employee satisfaction management
6.1.7 The value of positive communications
6.2 Understand how to use a ‘shift-left’ approach
6.3 Know how to plan and manage resources in the service value system, including:
6.3.1 Team collaboration and integration
6.3.2 Workforce planning
6.3.3 c) Results based measuring and reporting
6.3.4 d) The culture of continual improvement
6.4 Understand the use and value of information and technology across the service value system,
6.4.1 Integrated service management toolsets
6.4.2 Integration and data sharing
6.4.3 Reporting and advanced analytics
6.4.4 Collaboration and workflow
6.4.5 Robotic process automation (RPA)
6.4.6 Artificial intelligence and machine learning
6.4.7 Continuous integration and delivery/deployment (CI/CD)
6.4.8 Information models
Day 1: Practice Questions & Answers
7. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and
value streams:
7.1 Know how to use a value stream to design, develop and transition new services
7.2 Know how the following ITIL practices contribute to a value stream for a new service and the
following references from the practice guidance):
7.2.1 Service design
7.2.2 Software development and management
7.2.3 Deployment management
7.2.4 Release management
7.2.5 Service validation and testing
7.2.6 Change enablement
7.3 Know how to use a value stream to provide user support
7.4 Know how the following ITIL practices contribute to a value stream for user support and the
following references from the practice guidance):
7.4.1 Service desk
7.4.2 Incident management
7.4.3 Problem management
7.4.4 Knowledge management
7.4.5 Service level management
7.4.6 Monitoring and event management
Day 2: Practice Questions & Answers
8. Know how to create, deliver and support services
8.1 Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support
services, including:
8.1.1 Managing work as tickets
8.1.2 Prioritizing work
8.2 Understand the use and value of the following across the service value system:
8.2.1 Buy vs build considerations
8.2.2 Sourcing options
8.2.3 Service integration and management
Day 3: Full Length Mock Question Set

  • ITIL® 4 is registered trade mark of AXELOS® Limited, used under permission of AXELOS® Limited. All rights reserved.
  • The Swirl logo™ is a trade mark of AXELOS® Limited, used under permission of AXELOS® Limited. All rights reserved.
  • Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved


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ITIL® 4 Create, Deliver & Support – Live Virtual Training

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